Building an employee-driven CRM Ontology

Celine Van Damme, Stijn Christiaens, Eduard Vandijck

Research output: Chapter in Book/Report/Conference proceedingConference paper

5 Citations (Scopus)

Abstract

The information overload in todays web and information systems can be a real burden. Most information is stored in an unstructured format, as is the case of valuable customer information in CRM systems. A CRM domain ontology can help in overcoming the problem of unsatisfying search results and ameliorate the customer knowledge creation process. We present an integrated visual approach, where the users themselves can take part in the ontology creation process. In this three-phase approach, we support the users in the process of adding extra information to their content. Our approach is based on an 'employonomy', a folksonomy created by the employees, textmining and user feedback.
Original languageEnglish
Title of host publicationProceedings of the IADIS Multi Conference on Computer Science and Information Systems (MCCSIS): ISA2007
EditorsPiet Kommers, Pedro Isaías, Nian-shing Chen
PublisherIADIS
Pages330-334
Number of pages5
ISBN (Print)978-972-8924-35-5
Publication statusPublished - 3 Jul 2007
EventFinds and Results from the Swedish Cyprus Expedition: A Gender Perspective at the Medelhavsmuseet - Stockholm, Sweden
Duration: 21 Sep 200925 Sep 2009

Conference

ConferenceFinds and Results from the Swedish Cyprus Expedition: A Gender Perspective at the Medelhavsmuseet
CountrySweden
CityStockholm
Period21/09/0925/09/09

Bibliographical note

Piet Kommers, Pedro Isaías, Nian-Shing Chen

Keywords

  • ontology
  • folksonomy
  • CRM
  • visual approach

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